The Quality Team Leader – Sales is responsible for
monitoring, evaluating, and improving the performance of sales agents in a BPO
environment. This role ensures adherence to quality standards, enhances
customer experience, and drives sales effectiveness through coaching, feedback,
and process improvements.
Key Responsibilities
1. Quality Monitoring & Evaluation
- Monitor
inbound/outbound sales calls to ensure compliance with quality standards
and scripts
- Conduct
regular audits and scorecards for sales agents
- Identify
gaps in sales techniques, product knowledge, and communication
2. Coaching & Development
- Provide
structured feedback and coaching sessions to sales agents
- Conduct
calibration sessions with internal stakeholders
- Support
training teams in designing modules based on quality findings
3.
Performance Improvement
- Analyze
trends in sales performance and quality scores
- Recommend
strategies to improve conversion rates and customer satisfaction
- Work
closely with sales managers to implement action plans
5. Reporting & Analysis
- Prepare
daily, weekly, and monthly quality reports
- Present
insights and improvement plans to management
- Track
KPIs such as CSAT, conversion rate, and compliance scores
Requirements
Required Skills & Competencies
- Strong
understanding of sales processes in a BPO workplace
- Excellent
communication and interpersonal skills
- Analytical
and problem -solving abilities
📌 Quality Team Leader - BPO (Malad West)
🏢 Nameless
📍 Malad West
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